Enghouse Interactive Release Highlights Communications Center

CC v11 Available Now

Enghouse Interactive’s Communications Center (CC) evolves with every single release ensuring it meets your business requirements in today’s fast-changing world. We are continuously improving, innovating and listening to feedback from partners and customers to ensure our software helps you create the highest quality customer experience.

This year Enghouse Interactive is proud to present Communications Center version 11.

Our focus on improving the lives of people of the contact centre by offering control and choice, means your journey towards digital transformation is now easier than ever before.

Enhancements in CC v11

The primary development focus for Communications Center version 11.0 has been our new Microsoft Teams Contact Centre.  Visit our Teams Contact Centre page to find out how you can leverage your investment in Microsoft Teams or watch our short video for a quick overview of the solution.

Enhances to TouchPoint

  • Configure Presence Pages/Favourites
  • Pick up an Email in the Offering State
  • Email spell checker Languages – Arabic, Thai and Norwegian
  • Copying TouchPoint Preferences
  • Make calls from Sublines
  • Copy Chat Transcription to Clipboard
  • Call Order on Call Bar

11.1 SP1:

Microsoft Teams Features
  • Support for Secure SIP trunk connectivity from the SBC to CC deployments
  • Increased maximum concurrent agents to between 300-400 agents depending on configuration
  • Support use of Teams Presence status, specifically “On a Call” to determine agent availability when delivering a queue call
IPOffice MTCTI Features
  • Increased maximum concurrent agents to between 300-400 agents depending on configuration
Communication Center API
  • Introducing the first feature of a new API to allow for direct integration from a customer to the Communication Center.
  • This API is for customers who want to utilise their own Chat UI.  Enabling custom chat front-end applications to queue chat requests to then handle the chat sessions.
Vidyo Integration
  •  Vidyo Platform support
  • Offer agent ability to select mic and camera device

A comparison of the features and functionality added since version 8.1:
(click to enlarge)

The interface is really intuitive, you don’t actually need to train people! I think we took our agents through it for an hour and that was all they needed.

Jill Mann, Business Enablement Manager, Yellow

Enhancements in Previous Versions

Enhancements in CC v10.1

Web Chat, Video Chat & Page Sharing:
Web chat is quickly becoming the channel of choice for customers. Give your website visitors an escalation point to your customer service centre that can be easily and seamlessly escalated to video as required. Page sharing provides the tool to support these customers in their engagement, allowing agents to guide them across different pages and even assist them to fill out forms.

Advanced Queues:
Users who loved Communications Center’s old Desktop UI will be happy to see this complete and focused new TouchPoint view into agent productivity and overall contact centre performance, all from one screen.

Bot API:
Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector.  Chat Connector places the externally initiated chats into Communications Center’s Chat queues and then delivers them to chat-enabled agents. The same chat queue can take chats from the standard Communications Center Web Chat, internal chats, and chats from the Connector.”

JAWS and MAGic Integration for vision Impaired:
Provide the best experience to vision impaired agents with screen magnification and text to voice capabilities.

10.1 SP1 :

Log Collector:
Schedule or manually transfer TouchPoint application diagnostic/log files from the client PC directly to the Log directory on the CTI server.

Update Service:
TouchPoint’s auto-update service has been re-architected to include an auto update of Advanced Services modules to further reduce implementation time.

Hot Seating support (PBX):
Dynamically associate a user’s current phone extension as soon as they sign in to TouchPoint.

TouchPoint Traditional Chinese support:
Traditional Chinese has been added to the list of supported languages for the TouchPoint user interface. Please talk to your local Enghouse Interactive or Partner account manager if you are interested in finding out about more supported languages.

10.1 SP2:

Data Privacy Tool:
The Data Privacy feature enables the identification of a customer’s personal data and the export or removal / anonymised of it if requested. This feature has been developed to meet recently introduced privacy laws (GDPR).

10.1 SP3:

Chat Connector API
Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector.  Chat Connector places the externally initiated chats into CC Chat queues and then delivers them to chat-enabled agents. The same Chat queue can take chats from the standard CC Web Chat, internal chats, and chats from the Connector.

10.1 SP4:

Web Chat translation
Chat messages can now be translated so that agents and customers can communicate in different languages. Using the Google Cloud Translation API, chat messages are translated from non-English queues to English for the agent, and back to the original language for the customer.

Presence Pages
New to TouchPoint the user now has a ‘Contacts’ tab in the Statistics window that allows quick access to the frequently used contacts. The Contacts panel lists Global and Personal contact groups and the members of the selected group are displayed as contact cards in the main body of the panel. The contacts in the selected group can then be filtered using the text filter box.

Enhancements in CC v10

Tighter Portfolio Integration
The strength and depth of the Enghouse Interactive Contact Centre portfolio has increased
• TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
• Integration to outbound SMS campaigns automatically recognises messages needing agent intervention, routing them to available agents for deeper level handling

Scale and Flexibility
• Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
• Enterprise-level presence visibility for NEC SV8500 and SV9500 customers
• Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments

Communications Center with the Cloud
• Support for federated agents

Version 9.1 (2016 R2)

Quality Driven Communications
New Omni-Channel Escalation Scenarios
• Customer and agent-enabled channel escalation
• Add IM to voice or voice to IM (TouchPoint Agent for Microsoft Office 365)
• Add screen sharing (Microsoft Office 365)

New Agent & Team Goals/KPIs, Metrics & Alerts
• Set agent or team performance thresholds
• New KPI and metrics graphs and visualization

An Improved TouchPoint Experience
• Access agent and presence controls direct from call bar
• Improved searching within email queues and contacts

Tighter Portfolio Integration
New Communication Portal (EICP) Support
• IVR Integration, with an improved data display in TouchPoint
• Application Integration (IVR Navigator)

Enhanced Quality Management Suite (QMS) Integration
• Access QMS from directly within TouchPoint
• Easier administration and improved data

Web-Enabled TouchPoint
Providing improved Managed Service Offering
• New Edge Server role to aggregate client connections

Support Home-Based/Roaming TouchPoint Agents

Reduce cost & Improve Performance
• Remote TouchPoint deployment with no expensive VPN required

Secure Single Sign-On
• Mutual TLS Certificate-based architecture

Microsoft Office 365
Improved Direct-to-Conference Call Scenarios
• All agent calls are pulled into conferences for improved performance and call handling

Reduce Queue Complexity & Support Advanced Routing
• In-dial Modifiers are now supported on Microsoft Office 365
Support for Agent DTMF
• Dialpad and tone support added to TouchPoint

 Version 8.1

All New TouchPoint Operator Console
Increase operator efficiency with this fresh new console operator interface. The new console UI has improved enterprise contact search with context sensitive alerting.

Improved Supervisor Visibility within TouchPoint
TouchPoint’s supervisor and monitoring views have been refined to further help manage agent productivity and quality.

New for Microsoft Lync
Media-escalation now gives agents the ability to transition from voice to video, or from IM to screen-share – all in the same interaction. IM queuing is also available, allowing Lync users to use the rich chat functionality of CC.

New Mobility Feature for Roaming Agents
Support is now available for Lync Mobile Client and Cisco Jabber Extend & Connect on mobile devices. Extend your contact centre to the roaming agent and retain all of CC’s reporting and skills-based routing.

Improved Server Resiliency
Leverage SQL 2014 clustering and merged replication to keep your business-critical contact centre application to mitigate risk around disaster recovery (fail-over/fail back) scenarios.

All New Webchat
A revitalised UI and an easy to setup with secure webchat interface allowing for improved integration with your website.

Improved SMS Interaction Queuing
Now offering direct SMS gateway support, with 2-way agent session management.

Talk to our Advanced Services team about integrating your SMS gateway for more control over your SMS channel.

Video Interaction Queuing
Talk to the Advanced Services team about integrating video into your customer’s contact centre experience.

Improving the Daily Lives of the People of the Contact Centre

The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software, and our latest software releases are a significant contribution to this mission.

We know that happy contact centre agents mean happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information needed at their fingertips, isn’t stressed, can confidently handle every challenge and comes back enthusiastically tomorrow to do it all again.

It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.

Girl with headset